Technicians

The dogs, cats, birds, fish, gerbils, and hamsters you see today might look like the same animals that walked into your practice 10 years ago, but they're different. A sign of their status change might be the number of companies that cater to four-legged consumers, including Old Navy, Harley-Davidson, Origins, and Paul Mitchell, just to name a few. You can also look to what their human companions are spending on these and other products-an estimated $40.8 billion in 2007.

In this video, Dr. Dennis Cloud shares the advice he gives his associates to help them get clients on board with recommendations for care.

A breakdown of communications step by step at a clinic.

How can we overcome communication problems when shifts change? Our team members in the front and in the back of the hospital seem to have trouble keeping up with each other when the morning shift changes to the afternoon shift.

Feeling your blood start to boil? Avoid scalding yourself and others when you're faced with fiery flare-ups from clients or co-workers.

National Report - Money isn't everything. Especially when it comes to consumer attitudes about rising veterinary fees.

Concerned about the threat of feline heartworm infection, team members at Valley Animal Hospital in Roanoke, Va., decided to launch a campaign to educate clients.

My idea to help abused families blossomed into a program that shelters pets while their families get the help they need to escape dangerous situations and rebuild their lives.

Clients are waiting, dogs are barking, and phones are ringing. Sometimes you've got to tune out the static to offer clients the attention they crave and send them away happy.

Q How do I inspire others on my team to take advantage of lulls in the day to perform maintenance tasks?

My lovely wife Mary recently threw me a giant 50th birthday party. While the gag gifts were entertaining, the conversations were enlightening.

Tantrums, crying, shouting-who can get any work done when your team is in a constant state of conflict? Emotional intelligence is your gateway to self-management. And when you manage yourself, you choose the path to a happier, more successful work life.

Nervous pets are often problem pets during office visits. Here's help.

Call it goofy.

Sheila Grosdidier discusses the importance of explaining pets' treatment options to clients.

Shawn McVey explains why your practice's appearance really matters.

There may be 50 ways to leave your lover, but it only takes one of these missteps to send clients packing.

This surprise visitor taught one girl-and future veterinarian-that sorrow and sympathy aren't just human emotions.

The devil is in the details. So what are your clients noticing about your practice and team members?

Use this checklist to prepare for the day's appointments and predict clients' and pets' needs.

You're fabulous, of course, but are you doing enough to really shine?

Our practice does lab testing in-house and the results often vary. How can we boost our proficiency?

Think your practice is a zoo? Try visiting one. That's what the team at Sanford Animal Hospital in Sanford, N.C., did. Team members and their families took in the zoo at their leisure, then they met up at the outdoor pavilion for hot dogs, hamburgers, and all the fixin's.

I want to send a mailing to market our clinic's dental promotion. Our area of influence is about 2 miles, and that encompasses a population of about 200,000. How can I get the addresses of the households in a certain area or city? Do you know how to focus a mailing to a certain demographic to target people who might own pets?

Curb the 5 o'clock chaos with these simple steps to streamline your discharge appointments and send clients away happy.

It doesn't take a crystal ball to know who'll walk through your practice door next. All you really need is a meeting, says Cindie McDuffee, the office manager at Animal Hospital of Thousand Oaks in Thousand Oaks, Calif.

Attending a national veterinary conference offers big payoffs, but it often isn't free-unless you're one lucky team member at Pet Care Veterinary Hospital in Virginia Beach, Va. Lori-Jo Havener, LVT, planned a contest to give the practice's technicians and assistants a chance to attend a national veterinary conference.

How do you handle bad behavior from good pet owners? Use this advice to deal with your most difficult clients and keep messy exchanges to a minimum.